Bookshelf Home | Contents | Index | PDF |
Siebel Public Sector Guide > Managing Benefits Cases > Referring Cases to Third-Party ProvidersMany agencies contract with third-party providers to manage cases that have met eligibility criteria. The agent or manager who approves the case can set the case status to Third-Party, and use manual or automatic routing tools to forward the case to a partner agent. Only information that is authorized for the third-party is available by means of a secure Internet-based Siebel Partner Relationship Management portal. After the case is routed, the partner agent logs on to a Partner Portal, reviews new cases (flagged with an asterisk), and begin work on these cases. As the partner agent makes progress on the case, the agency can view case status, documentation, and other relevant information. As a result, the agency can maintain oversight and access to real-time information on work being completed by partner agents. This task is a step in Process of Managing Benefits Cases. Assigning a Case to a Partner ProviderThe assignment of a referral to an expert for assessment is accomplished manually, or automatically, using Assignment Manager. To refer a case to a partner provider, the government agency employee making the referral must add the partner agent receiving the referral to the case team. To assign a case to a partner provider
When the partner agent logs into the Partner Portal application, the newly assigned case appears under that agent's myCases list. Reviewing Referred CasesThe partner agent can accept and manage the case using this process. To review newly assigned partner provider cases
|
Siebel Public Sector Guide |